ASUS Computer International

Initial Business Response /* (1000, 5, 2015/12/09) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I am very sorry about the issues you have been having. If you would like an advanced replacement to replace each monitor you are having an issue with, that...

is something I have no problem getting setup for you. If you want me to setup these RMAs for you, please send me the serial numbers of each unit you are having issues with. I am again very sorry about this matter. If you are still having these issues and you have not received advanced replacements for this monitors still, just let me know and I will get you all setup and taken care of.
[redacted].
ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/07/30) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. Currently we only show two RMAs that have received service. Can the customer provide the third service order...

for our records?
Best Regards,
[redacted].
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have any confidence on Asus repair shop anymore. They failed to fix my desktop after I sent it to them 3 times to be fixed. I have wasted a lot of money on delivering my desktop to their repair center, and picking it up. I spent like $240 in total on delivery already. And also a lot of days off from work, and personal time.
Final Business Response /* (4000, 13, 2015/10/01) */
Hello Customer,
I apologize for any inconvenience or frustration this may have caused. I understand your frustration with this matter. However, as part of your warranty terms and agreements, which you agreed to upon purchasing this unit, it clearly states we only cover shipping the unit to you after repair. Whether you drive and drop it off or you ship it to the repair facility, you are responsible for the shipping. That is outlined here in your warranty terms and agreements: http://www.asus.com/us/support/Article/675/.
At this point, I would like to offer you a replacement unit. I would provide you a prepaid label to ship that unit in and it will be swapped for a refurbished unit at the repair facility. If that is acceptable please let me know and we can move forward.
[redacted]
Asus Customer Care
Final Consumer Response /* (4200, 15, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want any product from Asus anymore. The desktop you sold me is defective, it is not suitable to be sold and it shouldn't even by sold in the first place.

To Whom It May Concern, 
Looking into this case, the unit has been repaired and shipped back to the customer at this point. Due to the confusion, and misinformation provided to customer, if they have any issues with the unit after they receive it back, I will be able to set them up for sending...

it back in for a replacement. However, we have done what our warranty terms and agreements state we will do at this point thus far. 
[redacted] 
ASUS Corporate Customer Care

My response to Customer on Revdex.com site: Dear Customer, I am very sorry to inform you of this matter, but we do not service the TM-AC1900 in any way. We can troubleshoot it for you, but that is it. If it is a hardware or software issue that we could not solve through troubleshooting, you need...

to contact T-Mobile. Yes, we do manufacture this product, however, it was manufactured for T-Mobile to sell to the public as a cell spot to help promote their wifi calling. We do not even produce the firmware for this router, T-Mobile does. They are responsible for all warranty repair/replacement. Please contact T-Mobile for assistance with this matter, beyond troubleshooting. [redacted] ASUS Corporate Customer Care

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear Customer,
We apologize for any inconvenience and frustrations caused. I will be assisting you with this issue moving forward. We appreciate your patience regarding this matter.
If you have pictures of the product before the unit...

was sent in we will be able to attach that to your case. Please attach the pictures to the next reply you send back.
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/05/15) */
[redacted]Document Attached[redacted]
If you zoom in you can see that no pins were missing on the processor. I also took pic so you can see its the same motherboard with the same serial number.
Thanks
Final Business Response /* (4000, 10, 2015/05/29) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I have received all the pictures related to your claim and am currently awaiting a response from my service team.
Best Regards,
[redacted] M.
ASUS Customer Care
Final Consumer Response /* (4200, 12, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That picture you send doesn't price anything the whole proccesor looks like that! As far as I'm concerned the damage was done by your team. You can't even see any pins missing on the processor. And for your customer service. It is poor I had contacted yal 2 prior to the incident and was on the phone for and hour and nobody answered. I will make sure that my business and my customers will not use yal. Thanks

Initial Business Response /* (1000, 5, 2015/08/13) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
ASUS offices within the United States and Canada are warranty repair service centers. ASUS does not provide...

services other than hardware repair warranty services. Requests for refunds or returns should be directed to the reseller.
Currently we only show one record of a repair, can the customer provide the reference or RMA numbers related to his service.

Initial Business Response /* (1000, 5, 2015/12/02) */
Dear Customer,
After reviewing your case and looking into everything, I have decided to go ahead and waive the repair fees and have the repair facility repair your unit free of charge. I have already reached out to them and let them know to...

go ahead and repair and/or replace if it is not repairable. Please let me know if you have any other questions or concerns. The repair facility should be sending you an email once the unit has finished repair and is being shipped out, with tracking information.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate ASUS responding to this Revdex.com complaint in an acceptable manner. I hope that ASUS will review the details of this situation and make sure that employees are properly trained to address similar issues in the future. ASUS's inability to honor their warranty without the involvement of the Revdex.com will be something that I take into account when making purchases in the future.

Initial Business Response /* (1000, 5, 2015/06/23) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
I see you have been in contact with other ASUS agents. Your product is in transit to you. Did you receive...

the tracking number?
Best Regards,
[redacted] M.
ASUS Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello [redacted]
Yes I have. I might add this has been a battle. Everything is worked out now, and thank you.
Regards,
[redacted]

Dear Customer, 
I do deeply apologize about this issue and the frustration it has caused you. However, in no way is this an excuse. This is ASUS policy and that is not something I can bend or change. Again, I understand your frustration, however, we are not able to service this unit. Every product we produce is zoned to a certain region to be sold and serviced in that zone. We cannot repair a unit from another zone. I am again very sorry about this matter. 
[redacted] 
ASUS Corporate Customer Care

Email Sent Directly To Customer:
Dear Customer, 
I am reaching out to you on behalf of ASUS regarding your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. Looking into your case, I would like to provide you with a free repair out of courtesy due to your...

situation, as I completely understand the predicament. I am very sorry to hear about your father as well. If you want to move forward with this, please let me know when you receive your unit back and I will get you all setup for the new RMA and provide you a prepaid shipping label to cover shipping it to us as well. You can just reply to this email or on the Revdex.com site. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Complaint: [redacted]I am rejecting this response because:This is [redacted]. I use the PC everyday as a part of my work. I had to use one of my old test one for almost 2 months while they messed around with my primary one. I had to pay $260 to get it repaired and in addition to making me wait for almost 2 months when I was assured it would be no more than two weeks it is returned to me with a damaged battery and the optical drive plus cover seem a little off. I was promised a new PC due to their incompetence and they would not answer any questions and kept stalling till they finally miraxousouly found the proper parts then sent it back to me repaired for the original issue but messed up other things gen want me to send it back in which they will again keep it forever probably not making any changes then ssend it back to me. It is a false gesture so either send me the replacement PC free of charge for their incompetence and inconvenience or at a very min return the $260 to have the original PC fixed as this is the worst service I have EVER received from any PC companySincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. After looking into your case for you, at this point you are out of warranty. It does appear however you had contacted us when you were within your...

warranty. So what I would like to do is offer you a one time courtesy free of charge repair to get your unit repaired. I will create you an RMA to send the unit in under and provide you a prepaid shipping label to ship the unit to the repair facility. Typical repair time is 5 to 7 days at the facility, excluding shipping time. Please let me know if you would like to move forward with this and I will get you all setup and taken care of.
[redacted]
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this resolution. This is what I was trying to get accomplished. Please move forward with the RMA so that I can get my laptop repaired.
Thank You and have a blessed day.

Initial Business Response /* (1000, 5, 2016/01/19) */
Email Sent Directly To Customer:
Dear Customer,
I am reaching out to you in regards to your Revdex.com complaint. I have checked stock and have a same model replacement board reserved for you. I apologize that you were having any issues prior to...

this. I have you all setup for the RMA at this point. You will be getting another email that contains the RMA instructions. For the advanced replacement, you will need to follow those instructions and fill out the online form. Please let me know if you have any further questions.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/24) */
Email Sent Directly to Customer:
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. Looking into your case I have approved a new in box replacement for you. However, we do not have any brand new units of...

your exact model. We would like to offer you an upgrade that we do have brand new in box. Please review the below replacement option and let me if you accept the offer. I will then let the facility know to please ship it out to you overnight as soon as possible.
Part No 90NB0861-MXXXXX
Model N550JX-TH72T
Total Memory Size 16GB
Memory Type DDR3
RAM Speed PCX-XXXXX XXXXMHz
Maximum Memory Supported 16GB
Memory Slots Total / Free 2 Slots Total / 0 Free
Memory Configuration 2 x 8GB
Monitor Specifications
Screen Size 15.6"
Touch Screen Yes
Maximum Resolution 1920 x 1080
Display Type IPS Full HD Touch Screen
Processor Specifications
Processor Brand Intel
Processor Class Core i7
Processor Type Quad-Core
Processor Speed 2.6GHz
Processor Number 4720HQ
Notebook Specifications
Lifestyle Gaming
Condition New
Operating Systems Windows 10 Home 64-bit
Platform Laptop
Hard Disk Drive Specifications
Capacity 1TB
HDD/SSD Drives Included 1x 1TB
Drive Types HDD
Graphics Specifications
Graphics Dedicated Graphics
GPU/VPU NVIDIA GeForce GTX 950M
Video Memory 2GB DDR3
Optical Drive Specifications
Optical Drive DVD Dual Layer Burner
Supplemental Drive
Supplemental Drive Capacity 2-in-1
Supplemental Drive Type Media Reader
Media Types SD/ SDXC/ MMC
Audio Specifications
Audio Description Bang & Olufsen
Integrated Microphone Yes
Media Ports
USB Ports (Total) 3
LAN Ports 1 - RJ-45
HDMI Ports 1
DisplayPorts 1 - Mini-DisplayPort
Communications
Communications Description Integrated LAN, Integrated Wireless LAN, Integrated Bluetooth
Interface Type Gigabit Ethernet, 802.11ac, Bluetooth 4.0
Dimensions
Width 15.1"
Height 1.1"
Depth 10"
Weight 5.7 lbs
Mouse Specifications
Mouse Type Integrated Touchpad
Keyboard Specifications
Keyboard Type Built-in Numeric Keyboard
Backlit Keyboard Yes
Battery
Battery Life Up to 5 hours
Security Devices
Security Kensington Lock Slot
Color
Color Gray
Cordell S.
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Customer,
I understand exactly what you are saying and have provided all information you have to my superiors suggesting we just repair your watch. That is not my call however, but I am doing everything I can to get this taken care of for you. Our warranty does cover the fact that you as the consumer should be cleaning it regularly and according to my superiors that would prevent this from happening. I unfortunately cannot make the final decision on this matter but I am doing everything I can to get your watch in working order before it is shipped back to you. I will provide any update as soon as I can, most likely to your direct email to be sure you receive the update asap. Let me know if you have any other information to add or any other questions in the meantime.
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because: I don't need another motherboard replacement. I just bought MSI X99A Mpower motherboard since I have tried replacement more than four times. Clearly, I have to use my brother's laptop temporarily for three months to do my homework for school and some entertainment. I just wish there's another way to get refund since I have new MSI motherboard that works rock-solid. Sincerely,[redacted]

Dear Mr. [redacted],
I very much apologize for the issues you have experienced.
Thank you for your feedback and again the unit will be repaired in warranty.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:
I have already responded 3 times.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I have asked [redacted] to call me and he has not done so as of yet so we may discuss this issue further rather than in an email because it is a very detailed problem and it needs to be discussed in a phone call not in an email.  He knows about calling me but as of yet has not done so.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/29) */
Dear Customer,
It appears there is a big confusion on this matter. At this point your unit still has warranty until one year from your date of purchase. So you still have warranty until September of next year. After speaking with Ashley...

regarding this matter, it appears there was some confusion on this matter. What she was informing you is that we would not be able to give you a full one year warranty on the replacement unit. She was informing you at the very most we would be able to do a 6 month extension on the replacement. The replacement unit will hold the remainder of your warranty. It will not be any less than the original warranty. However, due to this situation and the confusion on this matter, I have no problem altering the warranty on the replacement to being one full year from the date you receive it. However, in order for this to happen, I will need to know when you receive the replacement so I can make the changes to your new serial number in the system. I am again very sorry about this situation. If you would like to accept my offer of the one full year warranty, please let me know. As far as a buy back of the unit goes, that is not something we will be able to do. We do not do any refunds or any types of monetary compensation.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Assuming that the company comes through on their agreement, which is to give me a 12 month warranty starting from when I receive the replacement unit, I would then agree with the response. I have not yet received the replacement unit nor received the restated warranty at this present time Jan 4, 2016.